Amazon Connect Implementation & Migration
We build and migrate enterprise contact centres on Amazon Connect, from CRM integration and IVR design to outbound campaigns and AI-powered quality management. Proven in a large Australian contact centre.
Not every problem needs a contact centre
We’ll tell you honestly which solution fits, before you spend anything.
Teams with queues, agents, and serious call volumes
Amazon Connect is what we implement, migrate, and optimise. If you have a dedicated contact centre team, whether ten agents or a hundred, we design the full stack: IVR, routing, CRM integration, outbound campaigns, and AI layer. This is our core capability and where seven-plus years of production experience in a large contact centre lives.
A café or single-site clinic doesn’t need AWS contact-centre infrastructure
For missed-call and booking problems, we deploy lighter AI phone agents instead, faster to stand up, far cheaper to run, and correctly matched to your actual call volume. We’ll tell you which you need on a free teardown call. No upsell: pointing you at a $10k platform you don’t need serves neither of us.
What we build
End-to-end Amazon Connect solutions, from initial setup to advanced AI features.
CTI & CRM Integration
Screen pop, auto-call logging, and agent workspace, connecting Amazon Connect with Dynamics 365, Salesforce, or your CRM.
IVR & Contact Flows
Custom IVR systems with DynamoDB lookups, DTMF input handling, and intelligent routing based on business data.
Outbound Campaigns
Predictive, progressive, preview, and agentless dialing with DNC list enforcement and Australian compliance.
AI & Amazon Q
Real-time agent assistance, automated quality scoring, ML-driven forecasting, and conversational AI with Lex.
Quality Management
Evaluation forms, scorecard migration, Contact Lens analytics, and performance dashboards.
Migration & Modernisation
Migrate from Genesys, Avaya, Cisco, or legacy PBX systems. Instance setup, number porting, and agent onboarding.
A large contact centre modernisation
Multi-year engagement delivering Amazon Connect solutions for a large Australian contact centre.
CRM Screen Pop
Amazon Connect + Dynamics 365 CTI integration with auto-call logging and unified agent workspace.
IVR Lookup System
Self-service IVR with real-time DynamoDB lookups, handling thousands of application status queries.
Outbound Campaigns
Predictive and agentless dialing with Australian compliance, DNC enforcement, and CRM sync.
QM Scorecard Migration
Migrated quality monitoring from Dynamics to Connect evaluation forms with formula-based scoring.
AI POC Design
Designed proof of concept for Amazon Q agent assist, forecasting, and automated performance evaluation.
Email Migration Tool
Automated contact email updates across Dynamics 365 during a large organisational restructure.
Technologies we work with
From assessment to go-live
Assess & Plan
Audit current contact centre, map IVR flows, document integrations, and design the migration roadmap.
Build & Configure
Set up Connect instances, build contact flows, configure Lambda functions, and integrate CRM systems.
Test & Train
UAT across dev/staging/production instances. Agent training, admin handover, and runbook documentation.
Go Live & Optimise
Phased cutover, real-time monitoring, performance tuning, and ongoing support.
Contact centre solutions
Implementation, migration, and CRM integration for enterprise contact centres. Fixed-fee projects, quoted in writing after a free teardown call.
- ✓Instance setup & configuration
- ✓Contact flow design
- ✓IVR development
- ✓Agent training & handover
- ✓Dynamics 365 / Salesforce CTI
- ✓Screen pop & auto-logging
- ✓Lambda & EventBridge setup
- ✓Unified agent workspace
- ✓Amazon Q agent assist
- ✓Quality management setup
- ✓Forecasting & scheduling
- ✓Contact Lens analytics
Asked before every Amazon Connect project
How much does Amazon Connect implementation cost?
Amazon Connect implementation typically starts from $10,000 for basic setups. The platform itself uses pay-as-you-go pricing at $0.018/minute for voice calls. Total cost depends on complexity, integrations needed, and number of agents.
How long does it take to migrate to Amazon Connect?
A basic Amazon Connect setup can be live in 2-4 weeks. Complex migrations from legacy contact centre platforms with CRM integrations, custom IVR flows, and agent training typically take 6-12 weeks.
Can Amazon Connect integrate with Salesforce?
Yes, Amazon Connect has native Salesforce integration through the Amazon Connect CTI Adapter. This enables screen pops, click-to-call, automatic call logging, and real-time customer data display for agents.
Is Amazon Connect suitable for small businesses?
Yes, Amazon Connect is ideal for small businesses because there are no minimum fees, no long-term contracts, and you only pay for what you use. A small team of 5-10 agents can run a professional contact centre for under $500/month.
Learn more about Amazon Connect
Ready to modernise your contact centre?
Book a free consultation. We’ll assess your current setup and map out an Amazon Connect migration plan.